Shipping & Delivery Policy

Delivery and Returns:

Delivery costs are additional to the displayed product price and vary based on the chosen delivery service, destination, and the weight of the ordered items. Extra charges may apply for particularly heavy orders, and customers will be notified of any additional costs before delivery, providing the option to cancel the order.

Please note that deliveries cannot be made to PO Boxes.

Delivery Options:

For detailed information on UK delivery options, please click here.

We strive to dispatch all in-stock items promptly, with a maximum UK delivery lead time of 30 days, unless otherwise agreed upon.

Pre-order Items:

If you pre-order goods with a launch date, your entire order will be held until the day before the launch date and dispatched via Express Delivery within the UK.

Split Delivery:

Orders may be split into several parcels based on stock availability, with no additional charges. Additional parcels for UK delivery will be sent using the Express Delivery option.

Cancellation Period for Online Purchases:

You have 28 days from the day after delivery or collection to change your mind and return items. For items shipped by direct suppliers, the cancellation period may differ.

To cancel an order, contact us here or by post at the address below, providing a clear statement with your name, address, order details, and contact information.

Customer Returns
Zella Ash Boutique Store
23 Bolton Road

Returning Items:

Return items to the specified address within 28 days of delivery. Returns must be at your own risk, and we recommend using a courier or tracked post for protection.

You are responsible for return delivery costs, except for cases of wrong or defective items. Items must be in original packaging, including return policy swing tickets if attached.

You have a legal obligation to take reasonable care of the items while in your possession.


Full refunds will be issued for returned items, minus any diminishment in value due to handling beyond what is necessary. If returning all items, the initial delivery cost (up to the standard delivery charge) will be refunded.

Refunds will be processed within 14 days of receiving returned items, using the original payment method.

Returning Incorrectly Sent Items:

Return to the specified address, stating the reason for return. Only exchanges for the same product are possible.

Defective Items:

Depending on the timeline:

  • Within 30 days: Repair, replacement, or full refund.
  • After 30 days: Repair or replacement (not a refund).
  • If repair or replacement is not possible: Keep with a price reduction or return for a refund.

For defective items, return to the specified address, including order details and preferences for refund or replacement.

We will notify you of the outcome within a reasonable period and process refunds promptly.

Returns and Exchanges for In-Store Purchases:

Follow the guidance provided above for faulty or defective in-store purchases. For non-defective returns due to a change of mind, return items within 28 days of purchase to one of our stores, along with proof of purchase, for a credit note or exchange.